Collect feedback across the journey
Capture feedback in-store, online, and post-purchase to understand the full shopper experience.
Build loyalty.
Drive revenue.
CX for retail
Collect and analyse customer feedback across every touchpoint, uncover the insights that drive repeat purchases, and turn more shoppers into loyal, high-value customers.
Turn shopper feedback into loyal customers
Know your customers' needs and wants
AI ranks what drives satisfaction, actions like returns and repeat purchases in what shoppers tell you.
Act on what makes an impact
Share insights with the teams that need them so they can focus on the highest value activity.
Get customers who spend more
Increase repeat purchases, reduce churn, and grow LTV by acting on what your customers tell you.
Optimise your digital and in-store experiences
Cover the full journey
Unify feedback across the customer journey, from browsing to post-purchase.
Identify friction
Identify points of friction that are causing drop-offs and poor experiences.
Prioritise what matters
Prioritise the pain points that most need your attention.
Uncover the specific reasons behind returns
Pinpoint product issues
Pinpoint the specific product issues that drive returns.
Hear what to improve
Understand what aspects of your products customers want you to improve.
Catch issues early
Get alerted the moment a low score lands, and watch rising themes in your trends.
Increase the lifetime value of your customers
Know your highest spenders
Understand what your highest spenders value and what keeps them coming back.
Segment by value
Segment feedback by meta data to focus on your most important audiences.
Drive repeat purchases
Identify what drives repeat purchases and build loyalty programmes that work.
Close the loop and show what changed
Route issues instantly
Turn negative feedback into cases routed to the right store team.
Track actions to resolution
Follow every case through to resolution, across stores and online.
Show you listened
Follow up with the customer once it’s fixed, so they know you acted.
Frequently asked questions
Most feedback tools stop at reports. SmartCX runs the whole loop in one platform: it unifies feedback from every channel, pinpoints the actions that will move your scores, and tracks every fix through to resolution. You get evidence of what changed, confidence in your recommendations, and buy-in for your CX initiatives.
Collect feedback through email, SMS, QR codes on receipts and signage, website pop-ups, mobile apps, and in-store kiosks, with loyalty programme data connected through your CRM. However shoppers interact with your brand, SmartCX captures the experience in one place.
SmartCX brings Google reviews and post-visit feedback into the same place as your surveys. When a shopper raises an issue, it becomes a case routed to the right store team with the customer's verbatim attached, so they can respond quickly, close the loop, and protect your reputation.
There's no long implementation. Surveys go live in minutes with ready-made CX templates and no-code tools, results stream into real-time dashboards, and most retail teams have their first feedback loop running within the first month.
Yes. Compare feedback by store, region, or team to benchmark performance, spot the locations that need attention, and do more of what your best stores are getting right.
Yes. Salesforce, HubSpot, Microsoft Teams, Slack and Power Automate connect directly, and a full REST API with webhooks pushes feedback into your EPOS, CRM, and analytics tools, so you can put customer feedback alongside your operational data.
Yes. SmartCX is built by SmartSurvey, which is ISO 27001 and Cyber Essentials Plus certified and GDPR compliant, with all data hosted exclusively in UK data centres. Surveys meet WCAG 2.2 AA accessibility standards, so every customer can be heard.
Yes. We run a hand-held trial in your own scenarios, so you see it working on your feedback before you commit. Book a 30-minute walkthrough and we'll scope it together.